divh2Call Center Representative/h2pAt Houston Retina Associates, were more than a leading ophthalmology practicewere a team dedicated to preserving and restoring vision for our patients. Specializing in advanced care for retinal conditions like macular degeneration, diabetic retinopathy, and retinal detachment, we combine cutting-edge technology with compassionate, personalized treatment. Our culture is built on collaboration, innovation, and continuous learning. We value every team members contribution and provide opportunities for professional growth in a supportive environment. With multiple locations across the greater Houston area, were proud to serve our community and make a meaningful impact every day./ppIf youre passionate about excellence in patient care and want to be part of a team that truly makes a difference, we invite you to join our team! Houston Retina Associates is affiliated with EyeSouth Partners premier network of medical and surgical specialty eye care services./ph3Position Summary/h3pAs a Call Center Representative, you will play a vital role in delivering high-quality service to our patients and ensuring their needs are met promptly and professionally. You will serve as the first point of contact for patients, referring doctor offices and pharmacies, assisting them with inquiries, appointments, medical information, and providing outstanding customer service./ph3Responsibilities/h3ulliAnswer incoming calls from patients and address their inquiries, concerns, and requests in a courteous and empathetic manner./liliSchedule, reschedule, and confirm appointments for patients across various ophthalmology sub-specialties./liliVerify patient information and obtain necessary medical information to create a comprehensive medical advisory./liliUpdate electronic health records (EHR) accurately and efficiently./liliProvide accurate and detailed information about healthcare services, procedures, and insurance coverage to patients./liliAdvance medical knowledge to understand various diagnosis for efficient triaging and scheduling requirements./liliHandle patient complaints, issues, and concerns professionally, aiming to resolve them to the patients satisfaction./liliCollaborate with external medical professionals such as referring Doctor offices and other internal departments to ensure seamless patient care coordination./liliMaintain cohesive physician schedules for affiliated practices and locations./liliDocument call interactions and relevant patient information accurately in the call center software system./liliAdhere to strict confidentiality standards and maintain patient privacy in accordance with HIPAA regulations./liliParticipate in ongoing training to stay updated on medical procedures, policies, and call center software./liliStrive to achieve and exceed call center performance metrics, including call quality, first-call resolution, and patient satisfaction scores./liliHandle high call volumes and manage multiple tasks simultaneously while maintaining a positive attitude./liliAccurately and efficiently process and transfer calls as needed using a multi-line phone system/li/ulh3Qualifications/h3ulliHigh school diploma or equivalent; associates degree or certification in healthcare administration is a plus./liliPrevious experience in a call center, customer service, or healthcare setting is advantageous./liliPrevious ophthalmology experience a plus./liliStrong communication skills, both verbal and written, with the ability to communicate complex medical information clearly./liliEmpathy, compassion, and a customer-focused mindset when dealing with patients./liliFamiliarity with medical terminology, healthcare procedures, and insurance concepts./liliProficiency in using call center software, databases, and electronic health records (EHR) systems./liliExcellent multitasking skills and the ability to work under pressure./liliStrong problem-solving abilities to address patient inquiries effectively./liliAbility to maintain professionalism and composure during stressful situations./liliUnderstanding of HIPAA regulations and patient confidentiality./liliPositive attitude, adaptability, and a willingness to learn and grow in a dynamic healthcare environment./li/ulh3Company Benefits/h3pWe offer a competitive benefits package to our employees:/pulliMedical/liliDental/liliVision/lili401k w/ Match/liliHSA/FSA/liliTelemedicine/liliGenerous PTO Package/li/ulpWe also offer the following benefits for FREE:/pulliEmployee Discounts and Perks/liliEmployee Assistance Program/liliGroup Life/ADD/liliShort Term Disability Insurance/liliLong Term Disability Insurance/li/ulpEyeSouth Partners is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees./p/div